Operations Team Lead

1 tydzień temu

Poland Gypsy Collective Pełny etat

We're looking for an Operations Lead to bring structure, clarity, and efficiency across key company processes — Payments, PSP, Support, and Anti-Fraud.
 Your mission is to unify these directions under one operational system, ensuring transparency, measurable impact, and consistent communication across teams

Requirements

Your daily adventures

  • Build and manage unified processes across Payments, PSP, Support, and Anti-Fraud;
  • Create a single operational entry point inside the company;
  • Set up transparent reporting for each department — clear metrics, influence, and progress visibility;
  • Implement service management models in Support: escalation flow, SLAs, review cadence;
  • Digitize operational plans and establish predictable, measurable control over ongoing processes;
  • Identify inefficiencies affecting payment conversion, traffic volume, and revenue — and fix them;
  • Establish a strict WL-control process: track discrepancies, investigate abnormal patterns, coordinate with PSPs and BI, and ensure accurate revenue reflection across systems;
  • Collaborate with finance and product teams to ensure smooth system interaction and data flow;
  • Maintain operational discipline: no chaos, no unverified assumptions, only facts and follow-through.

What makes you a great match

  • 4+ years of experience in Operations, Payments, or Customer Support management, with at least 2 years in the iGaming industry;
  • Proven track record of building or optimizing operational frameworks from scratch;
  • Strong understanding of service management systems (SLAs, escalation models, support structure);
  • Data-driven mindset — ability to connect operational performance with business KPIs;
  • Fluent English (B2+);
  • Personality: reliable, direct, analytical. You keep your word, stay curious, and get things done.


Would be a plus

  • Experience working in Tier-1 iGaming or FinTech companies.
  • Background in Anti-Fraud or Risk operations;
  • Experience managing outsourced or hybrid support teams.
  • Familiarity with operational analytics and dashboard tools.
Benefits

Flexible payment options: choose the method that works best for you.

Tax assistance included: we handle part of your taxes and provide guidance on the local setup.

Financial perks: Bonuses for holidays, B-day, work milestones and more - just to show we care.

Learn & grow: We cover courses and certifications — and offer real opportunities to grow your career with us.

Benefit Сafeteria: Choose what suits you — sports, language courses, therapy sessions, and more.

Stay connected: From team-building events to industry conferences — we bring people together online, offline, and on stage.

Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow.

Your schedule, your rules: Start your day at 9, 10, or even 11 — we care about results, not clock-ins.

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